AZ-900 retake exam

Denis Movshovich 0 Reputation points
2026-03-31T14:41:44.36+00:00

Dear Microsoft Certification Support Team,

I am writing to request assistance regarding my AZ-900 exam attempt, which was conducted online via OnVUE.

During check-in, I was denied access to the exam because I presented a Russian Federation international passport as my primary government-issued ID. The proctor informed me that IDs issued by Russia are not accepted for OnVUE delivery.

I would like to bring the following to your attention:

  1. At the time of exam registration, I was not presented with a clear and explicit warning that IDs issued by Russia are prohibited for OnVUE delivery.
  2. My Russian international passport is a valid, unexpired, government-issued document that includes my full name, photograph, and signature — and contains my name in Roman characters, as required by Pearson VUE policy.
  3. I am currently residing in Georgia (Tbilisi) and registered for the exam from this location.

As I was not informed of this restriction prior to completing my registration and payment, I kindly request one of the following:

  • A complimentary exam voucher to retake the AZ-900 exam (preferably at an in-person Pearson VUE test center in Tbilisi, Georgia), or
  • A full refund of the exam fee.

I am happy to provide any supporting documentation, including my registration confirmation, proof of residence in Georgia, and a copy of my passport if required.

Thank you for your time and understanding. I look forward to your response.

Best regards,

Denis Movshovich

Microsoft Learn Profile: https://learn.microsoft.com/en-us/users/movshovichdenis/

Candidate ID: MS1101164585‎

Registration ID: 532034155

Community Center | Not monitored
0 comments

1 answer

Sort by: Most helpful
Most helpful Newest Oldest

  1. AI answer

    2026-03-31T14:42:09.25+00:00

    Support for exam-specific billing, vouchers, refunds, or policy exceptions is handled only by the Microsoft Credentials Support and Pearson VUE support teams; forums and this channel cannot issue vouchers, reschedule exams, or approve refunds.

    To pursue a voucher or refund for the denied AZ-900 OnVUE attempt, the required steps are:

    1. Contact Pearson VUE support for the OnVUE session
      • Because the denial occurred during OnVUE check-in, Pearson VUE must first confirm the exam status and any eligibility for compensation.
      • Use Pearson VUE’s Microsoft page and OnVUE support options listed in the official guidance here:
    2. Open a case with Microsoft Credentials Support
      • Go to the Microsoft Credentials Support portal: https://aka.ms/credentialssupport
      • Sign in with the same Microsoft account used for the AZ-900 registration.
      • Complete the initial profile step and save.
      • Open the link again (https://aka.ms/credentialssupport); it will auto-select:
        • Product Family: Learning
        • Service: Microsoft Credentials
      • In the support request form, include:
        • Exam: AZ-900
        • Delivery method: Online (OnVUE)
        • Candidate ID and Registration ID
        • Date/time of the attempt
        • That the exam was blocked at check-in due to Russian ID not being accepted
        • That the ID is a valid, unexpired Russian international passport with name, photo, and signature
        • Current country of residence (Georgia) and that the attempt was registered from Tbilisi
        • The specific remedy requested (complimentary retake voucher for a test center in Georgia or a full refund).
    3. If you choose to retake at a test center
      • When scheduling a new exam after support responds, ensure the selected delivery option is a Pearson VUE test center in Georgia rather than OnVUE.
      • At the test center, identification must meet the general Microsoft/Pearson VUE ID requirements: original, unexpired, government-issued ID with name, photo, and signature, and the name must exactly match the name in the Microsoft Certification profile. For details, see the Pearson VUE ID policy referenced in the exam security documentation.
    4. If you test outside your home country/region
      • For any exception to ID or out-of-country/region rules, Pearson VUE customer service must pre-approve at least three business days before the appointment, as stated in the exam security policy. This is important if the country of residence in the certification profile differs from the test location.

    All decisions about vouchers, refunds, or exceptions are made by Microsoft Credentials Support and Pearson VUE after they review the case details and exam records.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

    Was this answer helpful?

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.